VP, Customer Engagement and Service Excellence

Job Overview: As the Head of Customer Experience, you own the end-to-end customer journey across all touchpoints for the Fitness Services business. This role is responsible for building a customer-centric culture, driving measurable improvements in experience metrics, and leading the design and implementation of strategies to enhance our brand's interaction with customers. You will collaborate closely with cross-functional teams to create seamless experiences that drive engagement, loyalty, and business growth.

Key Responsibilities:

CX Strategy & Leadership

• Define and own the company’s CX vision, strategy, and success metrics
• Embed customer-first thinking across the organization
• Act as the internal voice of the customer at leadership forums

Customer Journey & Experience Design

• Lead the development and execution of customer experience strategies, ensuring alignment with busine...